Getting support
Open a support ticket from the portal and learn what context to include for the fastest resolution.
Open a ticket from the portal
Support is a text-based ticket thread in the portal. You open a ticket, our team replies on the same thread, and you reply back, like a focused inbox for your account. Open Support in the portal to see your tickets and start a new one.
Go to Support in the portal. Your inbox lists your own tickets, with filter chips along the top: All, Open, In progress, Awaiting you, Resolved, Closed.
Click New ticket (top-right). In the dialog, type a Subject (required, up to 200 characters), then pick a Category (defaults to General) and a Priority (defaults to Normal) from the dropdowns.
Optionally use the Related resource dropdown to link one of your own projects or containers. The list is filled in for you. You pick from it; you never look up or paste an ID.
Write your Message (required, up to 8000 characters): what's happening, what you expected, and any visible error text. Click Open ticket. The portal takes you straight to the new ticket thread.
On the thread, reply in the composer at the bottom and click Send (or press ⌘/Ctrl + Enter). Your reply appears immediately, and the thread refreshes on its own while the ticket is live, so a team reply shows up without a manual refresh.
When the issue is resolved, click Close ticket and type the confirmation word to confirm. A closed ticket stops accepting replies. Click Reopen first if you need to continue.
What to include
Put the visible error text and what you expected directly in the message field. Tickets are plain text. There are no file uploads or screenshots. The one structured context you can attach is a linked project or container, chosen from the dropdown.
Open a ticket from the API (CI / automation)
The portal is the primary way to open and follow tickets. If you'd rather script
it, the same ticketing API is available. Send the message text in the message
field, and include a category, which is required.
curl -X POST https://api.alawadi.cloud/v1/support/tickets \
-H "Authorization: Bearer $TOKEN" \
-H "Content-Type: application/json" \
-d '{
"subject": "Deploy stuck on pending",
"category": "technical",
"priority": "normal",
"message": "My container stays pending after a deploy. No error shown in the timeline."
}'Optional fields: project_id and service_id link the ticket to one of your
own resources (the API rejects an id you don't own). category must be one of
general, technical, billing, account, abuse, feature_request;
priority defaults to normal. Reply with
POST /v1/support/tickets/{id}/messages (body {"message": "..."}), and close
or reopen with POST .../{id}/close and POST .../{id}/reopen.
Never include secrets
Do not paste bearer tokens, registry credentials, or environment secrets into a ticket. Share error messages and link the relevant project or container instead.
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